Reprints & complaints

Printing or production fault: we remake it

If there’s a fault in the print or the garment — crooked print, wrong colour, wrong size delivered, damage during production — then we remake your order free of charge. In most cases you don’t need to send the original back.

Report it within a reasonable period after delivery via the contact page, including:

• your order number, or the email address you ordered with;
• a photo of the item you received;
• a short description of what’s wrong.

We reply as quickly as we can, and in any case within a few working days.

No cooling-off period for personalised products

When you buy online you normally have 14 days to change your mind. That does not apply to products made to your specifications — and that is exactly what an ImagineWear piece is: your design, printed specially for you. This is set out in article VI.53, 3° of the Belgian Code of Economic Law.

That’s why we ask you to confirm this explicitly before checkout. Without that tick box you cannot place an order.

In practice this means: check your design carefully before you pay. What you see in the preview is what gets printed. A design you like less on second thoughts is not a production fault.

Your statutory guarantee still applies in full

Separately from the cooling-off period, you are always entitled to a product that is what it ought to be. If within two years of delivery the garment turns out to have a defect that was already present on delivery — the print comes off after normal washing, a seam splits, the fabric tears in normal use — you are entitled to repair or replacement.

We cannot exclude or limit that statutory guarantee, and our reprint promise above comes on top of it, not instead of it.

What it does not cover

• normal wear, fading after many wash cycles;
• damage from incorrect washing or ironing (follow the care label);
• a size you picked wrongly — the size chart is shown with the product;
• a design you like less afterwards.

Can’t reach an agreement?

If we can’t work it out together, you can turn free of charge to the Consumer Mediation Service, the Belgian federal body that mediates in disputes between consumers and businesses.

If you live in the Netherlands, you can also contact ConsuWijzer, run by the Netherlands Authority for Consumers & Markets.